Hello, I can’t watch sky cinema although I subscribe to it. It tells me I need to subscribe!

[spyro123]

Hello, I can’t watch sky cinema although I subscribe to it. It tells me I need to subscribe! This is the second time this has happened. The first time I phoned and eventually someone answered and fixed it remotely. This time I was on the phone for 20 minutes and it's not been fixed! 

[oldfella]

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@spyro123 wrote:

Hello, I can’t watch sky cinema although I subscribe to it. It tells me I need to subscribe! This is the second time this has happened. The first time I phoned and eventually someone answered and fixed it remotely. This time I was on the phone for 20 minutes and it's not been fixed! 

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Hi @spyro123 

First check that your viewing card is correctly inserted. Viewing card is in the right hand end of the box.
If it is in correctly there is not enough of it sticking out to grip and remove it.
Push it fully in and it will pop out slightly enough so you can remove it.
Make sure that it is in chip side up and chip end in first. Push it gently fully in and you should feel a slight click when it is engaged. If it has popped out enough to remove it is not located correctly.
If you are satisfied that it is in correctly
Try refreshing your Viewing card.
Home - Settings - System info.
Highlight Viewing card number and then select Setup on the right hand side.
Then select Use this option to trigger a callback

No call is actually made but the Viewing card should be refreshed.

[spyro123]

@oldfella I've  just done that but unfortunately it's not worked.😢

[oldfella]

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@spyro123 wrote:

@oldfella I've  just done that but unfortunately it's not worked.😢

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Hi @spyro123 

You could try a Reset Settings in the Q box hidden menu. Failing this I can escalate your post to Sky
To enter hidden menu press Home and navigate down to Settings but do not select Settings.
With Settings highlighted press 0 0 1 Select.
Only Carry out the first Reset (Reset Settings) as the other two will wipe all recordings.
After the Reset you will have to re pair your Bluetooth remote If you use one.
If you cannot switch the Q box on with the remote after the Reset press the Standby button (Amber led) on the front of the box.
To re pair the remote press 1 & 3 together on the remote and follow onscreen instructions to re pair.

Make sure that you are pointing the remote at the Q box when you press 1 & 3 together.

Resetting the settings will also reset:

Audio visual settings, such as picture resolution and HDMI control
Settings changed within the hidden engineer menu, include LNB type. If on a communal dish you need to reset the LNB to SCR in the hidden menu. After changing the LNB type you need to reboot the Q box.

[spyro123]

@oldfella i've done all that now but it's still not working😢😢

[oldfella]

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@spyro123 wrote:

@oldfella i've done all that now but it's still not working😢😢

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Hi @spyro123 

I have escalated your post to Sky.
You may receive an email or a private message inviting you to have a private conversation on the Community with a Sky Expert.

Look out for a chat bubble at the bottom of your screen inviting you to a chat
The link below explains how the escalation process works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[spyro123]

@oldfella @Thank you, really appreciate that.

[Tom-W19]

Thanks for escalating. We've sent an invite to @spyro123.

[spyro123]

Hello, I can’t watch sky cinema although I subscribe to it. It tells me I need to subscribe! This is the third time this has happened and I can't face another lengthy call to sky with no results. Last time this was the only place I could get help.

[Daniel0210]

@spyro123 

I’ve escalated your post to Sky and the Messaging Team should contact you later today.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread fairly regularly.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @spyro123 to chat.

[spyro123]

Hello, I've not been contacted?

[Daniel0210]

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@spyro123 wrote:

Hello, I've not been contacted?

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@spyro123 

A chat invite was sent yesterday morning. Do you see a blue/red speech bubble at the bottom of your forum page? As previously stated you'll have 48 hours to click on it and start the private chat or it will close automatically. This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[spyro123]

Hello, unfortunately I've been very unwell and didnt responded in time...

[Daniel0210]

@spyro123 

If I re-escalate this are you going to be able to fully participate?